Customer Technical Success Specialist

Summary

Join our team as a Customer Technical Success Specialist and serve as the primary technical liaison for our clients, focusing on generative AI solutions within government agencies. You will guide customers through technical aspects of our platform, ensuring successful implementation and adoption. This role requires a deep understanding of generative AI and its applications, strong communication skills, and experience in technical customer success or account management. You will collaborate with clients and internal teams, track success metrics, and contribute to continuous improvement initiatives. The ideal candidate will have experience working within government agencies and possess excellent communication and interpersonal skills.

Requirements

• 3+ years of experience in a technical customer success, technical account management, or related role, preferably within government agencies
• Strong understanding of generative AI technologies and their applications, with a proven ability to communicate complex technical concepts to non-technical stakeholders
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal teams
• Experience in tracking and reporting on client success metrics and technical engagement
• Experience working within the government (as a service member or civilian) or as a government contractor is required
• No degree requirement, but relevant experience and skills are essential
• Background Check: A thorough background check will be conducted, including verification of employment history, education credentials, and any criminal records
• U.S. Citizenship: The candidate must be a U.S. citizen
• Reference Checks: Thorough reference checks will be conducted to gather insights into the candidate's professional conduct, reliability, and trustworthiness
• Personal Interviews: In-depth interviews will be conducted to assess the candidate's knowledge, skills, and experience related to the role

Responsibilities

• Serve as the technical point of contact for customers, managing relationships and ensuring their satisfaction with our AI-driven solutions
• Develop and maintain a deep understanding of the platform, including its generative AI capabilities and applications in government and commercial sectors
• Collaborate with customers to identify their technical use cases and provide guidance on best practices for utilizing our platform effectively
• Conduct technical training sessions and workshops to educate clients on the features and functionalities of our solutions
• Work closely with cross-functional teams, including engineering and product management, to address customers’ needs and enhance the platform based on user feedback
• Track and report on customer engagement, usage metrics, and success stories, providing regular updates to both internal and external stakeholders
• Develop and implement strategies for continuous improvement in customer success initiatives, focusing on technical support and customer satisfaction

Preferred Qualifications

Knowledge of project management methodologies and tools is a plus